147 episodes

Hospitality Industry Leaders, Stephanie Leger & Michele Kline, tackle the challenges of management who sit behind a desk and miss out on opportunities. Stephanie & Michele are experts in service quality assurance & training facilitation. They have been enhancing service, inspiring leaders and employees, in the hospitality industry for 20+ years. They are absolute change agents and their processes stick! WTF! Walk The Floors is a safe space where hoteliers can share stories of “mouth-opening” moments they have experienced throughout their careers and openly talk about it. We are committed to NEVER revealing the name of a property or employee, nor putting a brand at risk. WTF was born out of Stephanie’s & Michèle’s passion for high-quality service, a solid brand representation and training made fun! We believe that even though the hospitality industry can be extremely demanding, there is a ton of fun in it and they want to bring some of that to you. And why not, at the same time, point out some of those areas where opportunities are missed and service can be enhanced. Follow their episodes as they embark on weekly training journeys while utilizing real-life experiences while they set the stage.
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WTF! Walk The Floors Podcast- All Things Hospitality Training Michele Kline and Stephanie Leger

    • Education

Hospitality Industry Leaders, Stephanie Leger & Michele Kline, tackle the challenges of management who sit behind a desk and miss out on opportunities. Stephanie & Michele are experts in service quality assurance & training facilitation. They have been enhancing service, inspiring leaders and employees, in the hospitality industry for 20+ years. They are absolute change agents and their processes stick! WTF! Walk The Floors is a safe space where hoteliers can share stories of “mouth-opening” moments they have experienced throughout their careers and openly talk about it. We are committed to NEVER revealing the name of a property or employee, nor putting a brand at risk. WTF was born out of Stephanie’s & Michèle’s passion for high-quality service, a solid brand representation and training made fun! We believe that even though the hospitality industry can be extremely demanding, there is a ton of fun in it and they want to bring some of that to you. And why not, at the same time, point out some of those areas where opportunities are missed and service can be enhanced. Follow their episodes as they embark on weekly training journeys while utilizing real-life experiences while they set the stage.
Hosted on Acast. See acast.com/privacy for more information.

    Motherhood in Hospitality - Mother's Day Special

    Motherhood in Hospitality - Mother's Day Special

    Step into the world of motherhood with our latest podcast episode, where we explore the beautiful yet complex journey of being a mom. 
    Join Michele Kline and Stephanie Leger as they delve into the challenges faced by women due to societal pressures, workplace demands, and personal expectations within the context of family life. 
    In this episode, they had the pleasure of hosting two incredible guests, Melissa Aarskaug and Lauryn Reynolds, who bring their firsthand experiences and expert insights to the table. 
    Together, they highlight the unique dynamics of balancing motherhood with a career in hospitality—an industry that thrives on personal interactions. We uncover strategies for managing the anxieties and guilt that often accompany this juggling act, especially for new moms. 
    While experts suggest that "having it all" may not be feasible, we believe that with effective organization and a supportive network, women can achieve remarkable success in both realms. It's about making intentional choices and finding our voice amidst the chaos. Together, let's challenge traditional notions of motherhood and embrace the messy, authentic realities that make this journey so profound. 

    Guests
    Melissa Aarskaug https://www.linkedin.com/in/melissa-aarskaug
    Lauryn Reynolds https://www.linkedin.com/in/lauryn-reynolds-301883120
    Follow us
    Website https://www.wtfwalkthefloors.com
    LinkedIn https://www.linkedin.com/company/wtf-walk-the-floors
    YouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDg
    Connect with the hosts on LinkedIn
    Michèle Kline https://www.linkedin.com/in/michelekline/
    Stephanie Leger https://www.linkedin.com/in/sleger/
    Hosts Company Links
    Michèle Kline https://www.klinehospitality.com/
    Stephanie Leger https://www.firstratehospitality.com/

    Hosted on Acast. See acast.com/privacy for more information.

    • 24 min
    Check it before you wreck it (Hotel Inspection)

    Check it before you wreck it (Hotel Inspection)

    Join Michele Kline & Stephanie Leger for an engaging podcast episode where they delve into the intriguing world of hotel inspections! In this latest episode, they'll take you behind the scenes of a recent inspection, sharing invaluable insights and tools that ensure top-notch guest experiences. From the mantra "Check yourself before u wreck yourself" to the innovative use of technology, meticulous signage, impeccably styled employee uniforms, and more, we explore the key elements that make or break a hotel's reputation. Whether you're a hospitality professional, a curious traveler, or simply interested in the inner workings of the industry, this episode promises eye-opening discussions and practical takeaways. T
    Follow us
    Website https://www.wtfwalkthefloors.com
    LinkedIn https://www.linkedin.com/company/wtf-walk-the-floors
    YouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDg
    Connect with the hosts on LinkedIn
    Michèle Kline https://www.linkedin.com/in/michelekline/
    Stephanie Leger https://www.linkedin.com/in/sleger/
    Hosts Company Links
    Michèle Kline https://www.klinehospitality.com/
    Stephanie Leger https://www.firstratehospitality.com/

    Hosted on Acast. See acast.com/privacy for more information.

    • 14 min
    When a Restaurant Experience Turns Bad (Part II)

    When a Restaurant Experience Turns Bad (Part II)

    In the realm of hospitality, where every detail contributes to the guest experience, the trifecta of ambiance, communication, and service quality reigns supreme.
    From the moment guests step through the doors of a restaurant, they expect a seamless journey characterized by attentive service, transparent billing processes, and a dining experience tailored to their needs.
    However, a misstep in any of these areas can quickly sour the experience, leaving patrons disillusioned and tarnishing the restaurant's reputation. Billing discrepancies, failure to accommodate special requests, inconsistency in service standards, and negative interactions with staff members all have the potential to mar an otherwise delightful dining outing.
    Therefore, it is imperative for restaurants to prioritize guest satisfaction, swiftly addressing any issues that arise to safeguard their reputation and foster a culture of excellence.
    Follow us
    Website https://www.wtfwalkthefloors.com
    LinkedIn https://www.linkedin.com/company/wtf-walk-the-floors
    YouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDg
    Connect with the hosts on LinkedIn
    Michèle Kline https://www.linkedin.com/in/michelekline/
    Stephanie Leger https://www.linkedin.com/in/sleger/
    Hosts Company Links
    Michèle Kline https://www.klinehospitality.com/
    Stephanie Leger https://www.firstratehospitality.com/

    Hosted on Acast. See acast.com/privacy for more information.

    • 16 min
    Training Back of the House Team Members in Customer Service

    Training Back of the House Team Members in Customer Service

    In the bustling world of hospitality, where the success of a business hinges on the seamless orchestration of front-of-the-house and back-of-the-house operations, clear communication channels serve as the lifeblood of efficiency and customer satisfaction.
    By establishing transparent pathways for dialogue between these two crucial realms, businesses can navigate challenges with finesse and cultivate an environment conducive to exceptional service.
    Moreover, instilling a profound understanding of the direct impact of their roles on the overall customer experience empowers back-of-the-house staff to elevate their performance beyond the confines of their kitchen or workspace.
    Through regular training, feedback, and recognition, businesses can nurture a culture of excellence, ensuring that every member of the team is motivated and equipped to deliver nothing short of excellence in customer service.

    Follow us
    Website https://www.wtfwalkthefloors.com
    LinkedIn https://www.linkedin.com/company/wtf-walk-the-floors
    YouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDg
    Connect with the hosts on LinkedIn
    Michèle Kline https://www.linkedin.com/in/michelekline/
    Stephanie Leger https://www.linkedin.com/in/sleger/
    Hosts Company Links
    Michèle Kline https://www.klinehospitality.com/
    Stephanie Leger https://www.firstratehospitality.com/

    Hosted on Acast. See acast.com/privacy for more information.

    • 16 min
    When a Restaurant Experience Turns Bad

    When a Restaurant Experience Turns Bad

    The latest trends show that a restaurant experience can go bad due to poor service, subpar food quality, cleanliness issues, and lackluster ambiance. In our latest episode, Michele Kline and Stephanie Leger delve into the reasons behind these trends and how they can be avoided.
    Follow us
    Website https://www.wtfwalkthefloors.com
    LinkedIn https://www.linkedin.com/company/wtf-walk-the-floors
    YouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDg
    Connect with the hosts on LinkedIn
    Michèle Kline https://www.linkedin.com/in/michelekline/
    Stephanie Leger https://www.linkedin.com/in/sleger/
    Hosts Company Links
    Michèle Kline https://www.klinehospitality.com/
    Stephanie Leger https://www.firstratehospitality.com/

    Hosted on Acast. See acast.com/privacy for more information.

    • 18 min
    Marketing in Hospitality (with Susan Barry at Hive Marketing)

    Marketing in Hospitality (with Susan Barry at Hive Marketing)

    On this episode, Susan Barry, from Hive Marketing walks co-hosts Michele Kline and Stephanie Leger through an outside of the box way of looking at marketing in the hospitality industry. In which ways are you thinking outside of the box when it comes to marketing solutions? 
    Guest
    Susan Barry https://www.linkedin.com/in/susandbarry/
    Hive Marketing https://www.hive-marketing.com/
    Top Floor https://www.topfloorpodcast.com/
    Follow us
    Website https://www.wtfwalkthefloors.com
    LinkedIn https://www.linkedin.com/company/wtf-walk-the-floors
    YouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDg
    Connect with the hosts on LinkedIn
    Michèle Kline https://www.linkedin.com/in/michelekline/
    Stephanie Leger https://www.linkedin.com/in/sleger/
    Hosts Company Links
    Michèle Kline https://www.klinehospitality.com/
    Stephanie Leger https://www.firstratehospitality.com/

    Hosted on Acast. See acast.com/privacy for more information.

    • 28 min
  • © Copyright 2022 Michele Kline and Stephanie Leger

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